Complaints

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• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Serenity Cleaning Solutions on 2/29/24 to do a deep clean of my home. The cleaning crew stayed for five hours. In addition to a deep clean, I also paid to have my oven and fridge deep cleaned (inside, outside, and behind).I initially expressed concerns about the quality of cleaning services provided when the crew left and very visible things were not cleaned (the ** console was not dusted, our main window still had dog drool all over it, and the kitchen tops had dirt and debris on them still. ******, the owner, offered me 10% off. I accepted, and decided I would not hire them again.On 3/5/24 - My husband and I woke up to a water leak in our basement. We traced the source, and when we pulled out our fridge, the water line that was taped up on the fridge (that makes ice) was stuffed under the fridge and was punctured. Our hardwood floors are now damaged and we are going to have to pay to get the water line replaced. Our carpet is wet and will need to be cleaned. This was a direct result of the cleaning crew moving out the fridge during their deep clean...when they went to move it back, they ripped down the water line that was attached to the back of the fridge and ran over it, creating a hole in the line.I contacted ******, the owner, very early in the morning on 3/5. I provided photos and a video explaining what had happened. I explained very clearly that this happened when the cleaning crew moved out the fridge. I requested at the least, a full refund. And then asked that she pay to cover the bill to have the water line replaced.The only response I received stated it had been more than 48 hours since my cleaning and she wasnt liable. This policy is NOT stated anywhere in the communication with the owner (I have the text chain) and it was not stated on my invoice I paid for. Her website is not working either. She refuses to answer her phone, or respond to messages asking her to offer a resolution (she has read receipts on).

  

  Business Response

  Date: 03/07/2024

  This client is trying to claim damages several days after service was provided with no way to prove my company was at fault for said damages. Furthermore if there were specific instructions that needed to be followed in regards to pulling out the refrigerator to clean it then the customer should have stated so prior to work commencing, which she did not. This clients house was in disarray took a team of three to complete the cleaning and was not a small job by any means however, client was still unhappy with cleaning provided and I have already given her 10% off her original invoice to appease her even though my company provided quality service. At this point, I feel as though I am being taken advantage of and being held responsible for something that is not my responsibility.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21391435
  
  I am rejecting this response because:

  I received one text from her on 3/7 saying that even though the policy is not stated anywhere, its odd that it took several days to report the damage.  She then said that if there were special instructions for moving the fridge out that shouldve been stated up front. She then went on to say that my home was in a disarray and it took a crew of three to clean my house. She stated she would not be providing any refund.

  First - she has contradicted herself several times - first by stating there was a 48 hour policy to submit a claim for damages. Once she discovered this "policy" was nowhere on the invoice, website, or text communication, she back tracked and said regardless she isn't going to pay it. In her text, she said it was "odd" that I reported the damages several days later... implying she thinks I am making this up? Or lying? I tried to tell her that is how these leaks work - because it was such a small hole in the line, it took several days for the water to accumulate and seep through the floors into our basement. Furthermore, the leak occurred underneath the fridge and was not visible to us until it was too late and the damage had been done. In her text, she also states that she had to send a crew of three people to my house, which is inaccurate as there was only two people, I am attaching a screenshot of text correspondence to prove this (although I am not sure why this pertains to the damage done, but highlights her dishonesty).

  She has not attempted to come to any resolution, let alone apologize. 

  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/10/2024

  **************************;

  

  Business Response

  Date: 03/10/2024

  The client has also stated she has disputed this transaction with her bank for a full refund.